Top South East Agency 2023 - Hays Travel, Brentwood

Top Agency in the South East 2023
Hays Travel, Brentwood  

This smart and welcoming agency is the top-performing Hays Travel store in the region, and between them the team of nine have 196 years of experience in the travel industry. 

Led by branch manager Daniel Pule, they focus on making each holiday exceptional. Daniel ensured every element was seamless for several families travelling with disabled children, while assistant manager Becky Dodd used her time off to research and book restaurants for clients travelling to South Africa over Christmas. The team contact customers before departure to run through the details of their trip and send handwritten welcome home cards. 

Challenges are swiftly and expertly dealt with. If bad weather or illness means clients can’t get to the store, a colleague hand delivers their currency or tickets. And when flight cancellations affected clients’ travel last summer the team ensured their holidays went ahead with minimum fuss. 

The store’s customer retention rate is very high and clients regularly bring in thank you gifts. While the majority are local, many are from outside the area, having been attracted by the incredibly positive customer feedback posted on the store’s Feefo page. A Facebook page with nearly 3,000 followers generates masses of bookings, with staff regularly posting offers and inspiration in their own time. 

The team are also embedded in the local community, working closely with other local businesses, making cups of tea for market holders and buying Christmas treats for neighbouring shops. And last year they collected donations for those affected by the war in Ukraine. 

They also help clients make more responsible choices while abroad, promoting excursions that benefit the local community. Plus they highlight travel companies that possess impressive eco-credentials, and even suggest items that travellers visiting Cuba could take to donate locally. 

Knowledge gained from trips is shared among everyone, and the team champion the next generation by supporting the newest member of the team, apprentice George Smith. 

haystravel.co.uk